AWS Solutions Architect - Contact Center

Chicago, IL OR Houston, TX

Hybrid role

• Fullstack application (aws and on prem)
• Looking for someone w/ a contact center background
• Very strategic role
• Cloud/native, API first
• Proficient in Kubernetes
• Trying to build future state of contact center platform
• agent platform, contact center analytics (customer 365, GenAI, Analytics/reporting)
• Will give preference to contact center backgrounds
• Comparable certification with AWS (GCP, Azure etc. if not AWS)

Senior AWS Application Solution Architect (for Contact Center)

Top 3 skill sets required for this role:

1. Propose IT future state architecture using architectural pattens - Cloud native, API first, Micro services , Event drive architecture, and identify solutions to digital product transformation and challenges in existing platform.

1. Evaluate existing and emerging technologies on a regular basis for scalability , security, and integration potential

1. Oversee the planning, cross-functional collaboration and execution for technical solutions and design of different product lines, including gathering and prioritizing product and customer requirements, defining the software architecture and design roadmap and working closely with the development team to ensure revenue and customer satisfaction goals are met.

• Nice to have skills or certifications:

1. AWS Solution Architect or similar

1. Experience with Contact center platform (eg Genesys, Five9, or Amazon Connect etc)

1. DevOps or Agile methodology expertise

Key Responsibilities:

• Architect role for Contact Center Infrastructure.

• Develop and manage the program roadmap and ensure the alignment of the overall design with application requirements and industry best practices.

• Provide technical leadership and guidance to development teams, ensuring that solutions are delivered to the highest standards.

• Analyze and optimize applications for performance, scalability, and cost-effectiveness. Implement best practices for optimizing resource usage, reducing latency, and improving the overall efficiency of cloud-based applications.

• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.

• Identify and manage dependencies between projects within the program.

• Develop and maintain comprehensive architectural documentation, ensuring that designs are communicated effectively to stakeholders.

• Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to deliver integrated solutions.

• Act as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution.

• Responsible to understand solution in depth and how it integrates with other Client internal systems to deliver business value.

• The role supports all teams globally, works closely with cross-functional teams, including engineering, product management, operations, and executive leadership, to achieve project objectives and align them with the company’s goals.

• Define program objectives, scope, deliverables, and success criteria in collaboration with stakeholders.

• Identify and manage dependencies between projects within the program.

• Facilitate stakeholder meetings to review progress, gather feedback, and make informed decisions.

• Implement and manage architecture governance standards and process.

• Identify, assess, and manage program risks, developing mitigation strategies where necessary.

• Ensure proactive problem resolution and escalate issues as appropriate to minimize impact on program success.

• Make recommendations for cost optimization and efficiency improvements.

• Manage vendor relationship.

• Solve/work high impact problems/projects, and provide resolution to restore services

• Provide Root Cause Analysis (RCA) post restoration of service

• Design testing approaches, complex processes, and assist with the automation of repetitive tasks

• Review requirement documents, define software requirements and update processes and procedures as necessary

• Ensure ongoing compliance with regulatory requirements

• Conduct project related research

• Has the ability to operate with a limited level of direct supervision.

• Can exercise independence of judgement and autonomy.

Qualifications:

• Bachelor’s degree in computer science, Information Technology, or a related field. Master’s degree is a plus.

• 10+ years of experience driving customer service transformation using Salesforce, MS Dynamics, or key Agent Desktop platforms.

• 10+ years architecting agent desktop solutions for end-to-end customer contact management including Call Pop, Case Management, Workforce Management, Call Routing, Operational KPI and best practices of call centers and their operations.

• 10 or more years of development experience in either Salesforce, MS Dynamics, NICE CXone and or Genesys CX environments.

• 10 or more years hands-on experience of software development, to include design, custom and common coding (JavaScript, nodejs, Angular), and testing of real time systems.

• 5 or more years’ experience with development and consuming Web services (SOAP & REST) and clear understanding of SOA based web services.

• Understanding of OOP and efficient programming concepts to reduce tech debts.

• Experience with enterprise level CCaaS architecture for complex business needs.

• Experience creating and presenting to executive level stakeholders (technical and non-technical).

• Excellent customer-facing presentation skills with the ability to develop new solution pitches, value propositions, and demo experiences.

• Existing knowledge and/or industry certifications for one of these - Salesforce, MS Dynamics, NICE CXone and or Genesys CX and process automation technologies

• Contact Center as a Service (CCaaS) software management and domain experience.

• One of these - MS Dynamics, Genesys CX , Salesforce Architect Experience, Nice CXone Studio experience

• Business Optimization: deep skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.

• Engineering Services: experience in specialized technical & functional areas; deep technical expertise around software engineering, programming languages, integration, and/or databases.

• Skills around business analysis/call centers; experience in the KPIs and best practices of call centers and their operations.

• Proficiency in productivity applications like Confluence, JIRA, draw.io.

• Analytical, inquisitive, service & team-oriented, friendly demeanor, early adopter.

• Ability to establish and maintain strong working relationships with key internal associates and partners.

• Self-motivated, attention to detail and excellent judgment skills.

• 5 or more years’ experience as a Contact Center Solution Architect, with a strong focus on architectural design, implementation, and support of cloud contact center solutions.

• Knowledge of cloud security best practices and tools (e.g., IAM, KMS, Security Groups, etc.)

• Experience with CI/CD pipelines and tools such as Jenkins, GitLab, or AWS CodePipeline.

• Experience with containerization technologies such as Docker and Kubernetes.

• Proven experience in application optimization, including performance tuning, resource allocation, and scaling strategies.

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities and attention to detail.

• Ability to work effectively in a fast-paced, collaborative environment.

• Leadership skills with the ability to mentor and guide junior team members.

• Strategic thinking and the ability to align technical solutions with business goals.

• Familiarity with Agile/Scrum methodologies.